Building 7

Support Integrator

US-PA-Lititz
# of Openings
1
Category
371231 Support & Service
Shift
All Shifts

Overview

The Customer Support Technician is a client-facing position to log and troubleshoot/manage-to-completion (using the Tait Towers CRM system) in-bound customer requests via phone, Email and eService from customers around the world.  This can be a Full or Part-time position as assigned by the Support & Service leadership based on the needs of the business.  The position is based in Lititz, PA (but other Tait offices and geographies will be considered).

 

The position does not typically travel, although domestic and international travel could occur during periods of high activity.  As the Contact Center operates 24X7, the position will be scheduled up to five (5) days per week on one of the following shifts, with a possibility of split-shifts as well;

  • 12 midnight to 08:30am US Eastern
  • 3:30pm to 12 midnight US Eastern
  • 8am to 5pm US Eastern (hour lunch)

Responsibilities

POSITION OUTCOMES: (What must get done and how will we measure success)

 

  • Will manage cases from client contact through to resolution.
  • Take the resolution and, working with the Knowledge Base Manager, create articles on what we learned from the issue and resolution, for future use.
  • With the rest of the department, ensure that case management has a success rate of higher than 80%. Measured off of reaction time, resolution time and client satisfaction.
  • Continue to manage owned cases to keep up on long standing ones and ensure that these are kept to a

 

POSITION COMPETENCIES:

 

Critical:

  • Understanding of how Shows, Rock-and-Roll Tours, Theater and Stage production events are planned and executed in order to triage, troubleshoot and remediate issues as they arrive in the Contact Center, per Service Level Agreements based on Severity and Priority
  • Experience in Troubleshooting electro-mechanical, hydraulic and/or pneumatic devices and sub-systems, computers and associated software

 

Cultural:

  • Able to work across departments within Tait to come to the fastest resolution for each owned case.
  • Must carry an up to date passport as there will be times of overseas travel for service calls and/or inspections.

Qualifications

Essential Duties and Responsibilities*:

  • Assist customers with requests ranging from general inquiries, to parts ordering to technical troubleshooting via various mechanisms in the Tait Support & Services center.
  • Take ownership of client queries and ensure that the CRM is kept up to date and properly managed in accordance with procedures.
  • Write Knowledge Articles based on key learning from troubleshooting activities and other experience for publishing.
  • Gather essential show information, show files, configurations and other artifacts for inclusion in the Knowledge Base for publishing on the Tait eService / Customer Portal for reference and re-use.
  • Excellent time management and priority-setting ability
  • Strong oral and written communication skills as well as the ability to handle changing priorities in a fast-paced environment
  • Strong attention to detail

 

Technical Understanding

 

  • Understanding of how Shows, Rock-and-Roll Tours, Theater and Stage production events are planned and executed in order to triage, troubleshoot and remediate issues as they arrive in the Contact Center, per Service Level Agreements based on Severity and Priority
  • Experience in Troubleshooting electro-mechanical, hydraulic and/or pneumatic devices and sub-systems, computers and associated software

 

Education and Experience:

 

  • A.S. or BFA Degree (or equivalent work experience) in Electrical Engineering, Technology, Mechanical Engineering, Software/Computer Engineering, Theater Technology or similar discipline
  • Operational / Technical experience in theater, stage or similar event-based industry
  • Background in customer service, retail or similar; previous customer-facing experience is key
  • Previous experience with a Tait Towers product or service (Navigator, eChameleon, etc.) preferred
  • Multi-lingual; good verbal and written communications in one or more of the following; Spanish, Japanese, Chinese (Mandarin), French (Quebecoise) preferred

General / Environmental Conditions

 

  • Tait Towers employs an open-seating arrangement, with colleagues in close proximity to your workspace.
  • The position is located in a Training Center as well as within a Support Department, and near operational and mechanical operations with a modicum of noise and distraction.

*And other duties as assigned by TAIT Towers Integration Support & Services leadership

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